Passengers flying with IndiGo are facing a severe luggage crisis, with hundreds left without their checked-in baggage for days following massive flight disruptions at Hyderabad's Rajiv Gandhi International Airport (RGIA). The situation, unfolding over six consecutive days of cancellations and delays, has plunged travelers into distress as they wait, some for as long as four days after reaching their destinations, for their belongings.
Passenger Ordeals: Lost Valuables and Heirlooms
Travelers have reported a complete lack of clear communication from the airline, adding to their frustration. Despite filing Property Irregularity Reports (PIRs), many claim the process has been futile. The missing luggage contains valuables, gifts, and essential items, causing significant anxiety.
Mrinal Khare, now in Damoh, Madhya Pradesh, detailed her harrowing experience. She and her husband were scheduled to fly from Hyderabad to Jabalpur on December 4. After checking in, they were informed of a cancellation. IndiGo rerouted them to Indore, promising their baggage would follow. "After landing in Indore and waiting an entire day, there was still no sign of our luggage," she said. The staff claimed they never received any baggage from Hyderabad. To make matters worse, when they cancelled their onward Indore-Jabalpur flight due to delays, IndiGo informed them their PIR could no longer be tracked because the ticket was cancelled.
Sneha Mukherjee's nightmare began on a flight from Abu Dhabi to Kolkata via Hyderabad. She landed in Hyderabad at 5:30 am on December 5 and was stranded for almost 15 hours before her Kolkata flight at 9 pm. Upon arrival, she discovered that none of the approximately 200 passengers on her flight received their baggage, even after two days. "I called IndiGo more than 50 times — no response," she stated. Her distress is profound as her luggage contained priceless heirlooms, including her grandfather's watch she planned to wear for a family wedding anniversary.
No Support from Airline, Ministry Steps In
Another passenger, Kriti Agarwal, had to return to Lucknow without her luggage. She reported a complete absence of support, with the airline not responding to emails, calls, or chat requests. "Forget about delivering, it has been three days, and my luggage is not even traced," she lamented.
In response to the escalating crisis, the Ministry of Civil Aviation intervened on Sunday. It instructed IndiGo to trace and deliver all baggage separated from passengers due to the recent disruptions within 48 hours. The directive mandates continuous communication with affected passengers throughout the process. IndiGo has subsequently stated that the refund and luggage retrieval process is underway.
The ongoing situation highlights a critical breakdown in customer service and logistics management during operational disruptions, leaving passengers to bear the brunt of the inconvenience and emotional toll of losing personal and valuable items.
